Office Support Specialist

Description

The Office Support Specialist ensures that the administrative activities within our agency are run efficiently by providing support to the team and clients we serve. The Office Support Specialist is also responsible for optimizing our office systems and processes so we may carry out our mission efficiently. The Office Support Specialist builds and supports the relationships between our referral sources, our clients/families and our team to enable us to carry out our mission of serving others efficiently.

Full time

• Monday; 7:45am-11am
• Tuesday-Friday; 7:45am-5pm

Serve your team members and set them up for success

• Schedule and reschedule of clients (only treatments)
• Obtain/sending medical history and additional information needed to conduct thorough and excellent therapy services
• Monitor and enter insurance authorizations for Medicaid (Choice PA, HealthyBlue, UHC, AmeriHealth and Wellcare) and private insurances as necessary
• Engage team members with respect and patience while leaning into their communication/personality style
• Communicate schedule changes with team members clearly and timely
• Manage the schedule deliberately to maintain productivity of team members

Maintain Electronic Health Records

• Send/receive faxes
• Maintain Electronic Health Records
• Monitor cancellations and no-shows to help increase client accountability and the productivity of team members
• Collect copays and monitor patient balances
• Deliver an amazing experience for clients and referral sources

Collection of copays and monitor patient balances

• Follow up with clients to confirm their appointments on a daily/weekly/monthly basis
• Record in Fusion with 100% accuracy
• Have an understanding of collecting daily co-pays and patient balances

Create new client files as needed

• With detailed information for therapists

Develop and implement strategies for efficient documentation/paperwork flow

• Absorb content for social media, website reviews, and client testimonials for marketing and “client spotlights” on a weekly basis (Google reviews)
• Create marketing content and surveys (i.e. brochures, flyers, contests, etc.) for referral sources
• Aid in the development and production of client and team member events and celebration of holidays/special occasions

Approach your work from multiple perspectives

• Include clients, therapists, referral sources, etc.

Maintain the systems and processes around you

• Fix them when they don’t work
• Update them when outdated
• Eliminate them when not needed

Ensure compliance with insurance regulations

• Maintain the integrity of our company

Obtain necessary doctor’s orders and documentation

• Necessary for conducting therapy services (IFSP, ISP, etc.)
• Enter in initial authorizations to Medicaid and other insurances and monitor authorizations on a daily basis
• Communicate status of authorizations to therapists
• Contact referral sources to follow up on MD orders
• Follow up with patients and referral sources when unable to contact for services (within 14 days)

Key Performance Indicators

• Customer service rating scale/Employee Rating Scale > than 66
• All co-pays and payments are accounted for in Fusion with 100% accuracy
• At least 2 new Google reviews each month
• At least 1 new testimonial each month
• Faxes are worked within 12 hours of receiving
• Insurance authorizations are checked on a daily basis, entered into the system with 100% accuracy, and completed within 24 hours of receiving MD signature
• Clinic organization is maintained on a daily basis
• Absorb appointment changes within 1 hour of occurring
• Monday meeting goals are achieved each week

Skills And Qualifications

• Administrative Skills
• Strong organizational skills for managing schedules, insurance authorizations, and patient records
• Proficiency in using Electronic Health Records (EHR) systems
• Ability to multitask and prioritize tasks efficiently
• Customer Service
• Excellent interpersonal skills to build relationships with clients, referral sources, and team members
• Strong verbal and written communication skills for clear and professional interaction
• A positive and patient demeanor, ensuring a welcoming experience for clients
• Technical Skills
• Familiarity with fax machines, scheduling software, and office equipment
• Basic knowledge of social media platforms and marketing tools for content creation and reviews
• Insurance and Compliance Knowledge
• Understanding of insurance processes, including Medicaid and private insurance authorizations
• Familiarity with documentation requirements for medical and therapy services
• Problem-Solving and Adaptability
• Ability to develop and implement systems to enhance efficiency
• Adaptable to changing schedules and clinic needs while maintaining professionalism
• Team Collaboration
• A supportive and respectful attitude toward team members
• Willingness to assist in creating a fun, organized, and efficient clinic environment

Education and Experience

• High school diploma or equivalent required
• Post-secondary education or certification in office administration or healthcare management preferred
• Experience in an administrative or customer service role, ideally within a healthcare or therapy clinic setting

Physical Requirements

• Ability to perform light housekeeping tasks such as organizing, disinfecting, and completing laundry
• Comfortable working in a dynamic, fast-paced environment

Performance Expectations

• Uphold the clinic’s mission: “Informing families, enriching lives, changing futures.”
• Meet key performance indicators such as client satisfaction, timely documentation, and accurate billing.
• Ensure daily operational goals, including appointment confirmations and insurance compliance, are met.

Workplace Culture

• Be an ambassador of the clinic’s values by fostering meaningful connections with clients and colleagues.
• Participate in team events and contribute to a supportive and collaborative work environment.